Verification
Call Back Procedures/Engagement
P&P/Call Control
KB Article Update
Fees
100

Foundational questions that are required on every call

What is name, DOB and SSN?

100

It is important to do this to get all information to assist the mbr 

What is probing 

100

T or F

Agents can assist friends and family members if they call in?

FALSE

KB 8605

100

Metrics are comprised of Quality Assurance, AHT and SA. The agent must receive a score of what to in each metric to pass them individually?

What is 2.5 or Higher

100

T or F 

We can waive zelle stop payment fee

FALSE 

200

T or F 

100% fail verification if agents to do not follow standard procedures for verification on a call back to the member

FALSE

35% Failed Secondary Verification 

200

When calling a member back, if he/she does not answer, it’s okay to leave information pertaining to the members account or previous call on their personal voicemail.

false

200

Information should be given to individuals inquiring about membership 

What is applying online or in branch- valid photo ID, VOR, SSN and DOB?

200

T or F

Members are able to utilize all of the available funds on their visa credit card for cash advance

False 

200

Fee assessed on mbr's acct when the system automatically does a overdraft protection transfer from a deposit acct

What is a $3 fee?

Members can freely transfer from savings to checking or vice versa

300

# of questions required if mbr provided the following

  • Phone number:
  • Social security number:
  • Card #:
  • Member #
  • Phone number: 2
  • Social security number: 3
  • Card #: 2
  • Member # : dob & ssn 
300

Should be expressed on every call 

What is empathy?

300

Agent should close the call by 

What is offering further assistance and thanks the non-member/member for calling Delta Community Credit Union or Delta Community?

300

Commercial Loans, Consumer Loans, and 2nd Mortgage Loans (HEC AND HELOC) you must select what when using ECM.TRAN

What is LOAN

300

T or F 

You can have overdraft protection on a checking account

FALSE

400

Required verification when call drops and mbr is called back 

What is name, DOB and SSN?

400

Verification procedure when using call back assist and mbr is green

Mbr has to be fully verified. when IVR is entered, have mbr reenter pin. 

400

To effectively guide a call, these 2 things should be done on every call to consider member's time and provide correct information 

What is accessing the account and use kb?

400

T or F 

For visa mobile pay, if a joint owner is only listed on the checking account, we still obtain member number

FALSE

obtain checking acct number

400

Acct is accessed a $25 fee for a card transaction but is not enrolled in CP or CPP

What is a recurring/autopay transaction? 


500

KB article referenced when verifying mbr through symitar and locations of mbr's information 

What is KB 9679

image retrieval, acct tree 

500

Script when mbr answers call back assist including verification 

  1. Agent's name.
  2. Agent is calling from Delta Community Credit Union.
  3. Member's name.
  4. Have member confirm their name.
  5. Thank the member for using the call back assist.
  6. Ask member what assistance they need,
  7. Ask for member number.
  8. If member does not have member number available, proceed with the other verification options 
500

Card limit increase will revert back 

What is 11pm EST?

500

If the member's A2A Limit fields are zeroed. What does that mean?

What is Services Suspended

500

Why would a member be charged a $15 fee?

What is Overdrawn ACH 

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